{"id":310,"date":"2024-06-12T12:04:49","date_gmt":"2024-06-12T16:04:49","guid":{"rendered":"https:\/\/aeco-ensights.com\/?p=310"},"modified":"2024-06-12T12:04:49","modified_gmt":"2024-06-12T16:04:49","slug":"aeco-vendor-communications-result-in-filtered-circles","status":"publish","type":"post","link":"https:\/\/aeco-ensights.com\/index.php\/2024\/06\/12\/aeco-vendor-communications-result-in-filtered-circles\/","title":{"rendered":"AECO Vendor Communications Result In Filtered Circles"},"content":{"rendered":"

Amidst the continuous vendor chatter and conflicting messaging from your various AECO technology vendors, have you ever questioned the truth? This Digital Twin is the best; that Digital Twin is the best; our Digital Twin is the BEST\u2026 Seriously? And how about the price increase conversation? Does this need to occur almost every single year? Has any technology vendor ever answered your questions about this topic?<\/p>\n

As AECO professionals, you’ve likely encountered these five common communication issues within your vendor circle. While this is not an exhaustive list, it’s a starting point for understanding the challenges you may face.<\/p>\n

    \n
  1. Price Increases<\/li>\n
  2. Commercial Model Changes<\/li>\n
  3. Stagnant Technology<\/li>\n
  4. Deprecated Products<\/li>\n
  5. Technical Support Issues<\/li>\n<\/ol>\n

    With 40 years of collective experience in the AECO business, we can confidently say that you’ll rarely get the complete truth from a big brand technology vendor. We’ve come to understand this reality, which we refer to as the ‘Filtered Circle Phenomenon.’<\/strong><\/p>\n

    The ‘Filtered Circle Phenomenon’<\/strong><\/em> is a natural law that often distorts the truth despite the best intentions of your Account Manager, Support Personnel, or Vendor. After working on that side of the business for over 20 years, I know that most individuals want to do the right thing and communicate clearly. Still, this natural law comes into play and drastically distorts the truth time after time.<\/p>\n

    For example, let\u2019s look at the top two items on this list. Price increases and Commercial Model Changes sometimes go hand in hand; other times, they are separate issues. First, no one likes a price increase, especially an unanticipated increase. And it seems the timing doesn\u2019t always align with your budget cycle. And seriously, why do these seem to occur mid-year after establishing your budget? This can cause friction from the start of any communication your vendor attempts to relay your way.<\/p>\n

    So, let\u2019s assume that a particular AECO technology vendor requires a price increase for a specific product for a reason you will likely never hear, understand, or accept. That is problem 1. The senior level at your vendor cooks up this idea to satisfy some problem, goal, or deficiency they are trying to solve for themselves. But of course, you are the unexpecting client or, some would say, the victim.<\/p>\n

    The idea gets batted around for some time until it gains traction and then likely materializes in some internal messaging to the Sales Team inside your vendor\u2019s organization. Sometimes, this messaging is in writing; other times, it may only occur verbally and later appear on a price sheet update. I have even seen instances when an increase can happen on a price sheet before any internal messaging makes it to the sales team, aka your Account Manager. This is when messaging gets off-script.<\/p>\n

    \"\"

    The Filtered Circle Phenomenon can occur at many points with your technology vendor and should throw up a Red Flag for evaluation<\/p><\/div>\n

    This communication is in the attached diagram’s \u201cWhat I Hear\u201d<\/strong> Circle. Your Account Manager has zero choice on this price increase because the decision was made final and committed by someone in a higher position well in advance. So now the Account Manager has to process this new information, which is tricky in this diagram because emotions come into play here. Instantaneously, the account manager processes \u201cWhat Do I Think\u201d<\/strong> about the messaging and situation on a subconscious and emotional level. After all, they are only human but still have been assigned to deliver the message back to their respective clients.<\/p>\n

    Getting an account manager to regurgitate this message to the client is challenging. After all, the client isn\u2019t likely to be happy about a price increase or commercial model change. The client will ask questions and push back, so the account manager is forced to get their heads around \u00a0\u201cWhat Can I Say?”<\/strong> They probably can\u2019t tell you what they are thinking because the Account Manager isn\u2019t often on board with the change themselves. This is always a stern message, but they must determine what to say in their own words.<\/p>\n

    They have to determine \u201cWhat Can I Say?\u201d<\/strong> and, more importantly, \u201cWhat Can I Say To My Clients?\u201d<\/strong> They could say lots of things at his point. But there are implications, stress, anxiety, and potential money loss for themselves and the vendor at stake. They have to find a balance between the messaging, the client\u2019s personality, and all the stress involved at the moment.<\/p>\n

    So, with the heat turned up, the Account Manager is forced to relay the information to the client, and something comes out of their mouth that is likely much different than the original intent of the price increase and or commercial model change. After all, an account manager doesn\u2019t want to tell you something like, \u201cWe need to make more profit”<\/strong> or “Because my senior leadership said so.”<\/strong><\/p>\n

    Now we are at the client’s point. What does the client hear from the Account Manager, and how does the client understand the pitch? This differs from client to client based on all the variables we have discussed. The message has now gone through multiple filtered layers and is fueled by emotions at this point.<\/p>\n

    So, what is my advice when these situations occur? Question everything<\/strong>. Develop a set of fundamental questions and keep them by your desk for such occurrences. Ask \u201cWhy\u201d<\/strong> and dig in like peeling an onion. It may be necessary to go five or more layers deep to find the honest answer. But at least now you have the basic understanding to realize that what you are being told has been Filtered Down to a point that deserves an honest discussion on this topic. I have attached ten Killer Questions to get you started.<\/p>\n

    Killer Questions:<\/strong><\/p>\n

      \n
    1. Why is this price increase occurring?<\/li>\n
    2. Why is this important for the vendor?<\/li>\n
    3. Is the vendor delivering any additional value for the price increase?<\/li>\n
    4. Who ordered the price increase or change in the commercial model?<\/li>\n
    5. How does this help me as a consumer?<\/li>\n
    6. What happens if I say no?<\/li>\n
    7. What are my alternatives?<\/li>\n
    8. Can we delay this for another time?<\/li>\n
    9. Who are your main competitors for this product?<\/li>\n
    10. How does your price differ from your competitors?<\/li>\n<\/ol>\n

      If you don\u2019t like the answers you are getting, I assure you there are other Vendors with similar, if not better, technology and services on the market for evaluation. It doesn\u2019t make sense to keep paying the piper when it isn\u2019t telling the truth. Another alternative is contacting a vendor-agnostic consultancy firm with experience in these technology business practices. This may be the only way to help you vet the truth because many account managers will likely be dancing around these questions. If you want to go at it independently, I suggest you read the article How to evaluate AECO technology vendors<\/a>\u00a0as a starting point.<\/p>\n

      For more AECO Ensights<\/a>, we encourage you to contact us for a no-cost, no-obligation discussion about your challenges with vendors, technology manufacturers, account managers, and cost. We have decades of experience in the industry and can help you navigate the entire process while streamlining your technology investments and strengthening your small circle of trust.<\/p>\n","protected":false},"excerpt":{"rendered":"

      Amidst the continuous vendor chatter and conflicting messaging from your various AECO technology vendors, have you ever questioned the truth? This Digital Twin is the best; that Digital Twin is the best; our Digital Twin is the BEST\u2026 Seriously? And… <\/p>\n","protected":false},"author":1,"featured_media":311,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[6],"tags":[7],"class_list":["post-310","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-leadership","tag-leadership"],"yoast_head":"\nAECO Vendor Communications Result In Filtered Circles - AECO Ensights<\/title>\n<meta name=\"description\" content=\"AECO Vendor Communications Result In Filtered Circles\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/aeco-ensights.com\/index.php\/2024\/06\/12\/aeco-vendor-communications-result-in-filtered-circles\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AECO Vendor Communications Result In Filtered Circles - 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